Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Shaina Smith

Omaha,NE

Summary

Experienced Customer Care Analyst with a track record of identifying trends and patterns to enhance customer service operations. Proficient in problem-solving, data analytics, and effective communication. Demonstrated ability to optimize processes, resulting in increased standardization and operational efficiency. Seeking a Supervisor role to leverage coaching skills and drive team success through operational excellence.

Overview

3
3
years of professional experience

Work History

Customer Care Analyst IV

Mutual Of Omaha
Omaha, NE
09.2024 - Current
  • Conduct thorough quality assurance reviews using JIRA to ensure adherence to processes and compliance with regulations.
  • Guide frontline associates in effectively utilizing resources for customer inquiries and resolving complex policy-related issues.
  • Enhance the knowledge and skills of frontline associates through targeted coaching and mentoring, leading to improved performance metrics.
  • Actively assists colleagues with processing complex billing requests and policy-related issues.
  • Developed job aid addressing CA payor signature line issue, facilitating successful implementation in Drupal.

Customer Care Analyst II

Mutual Of Omaha
Omaha, NE
07.2023 - 09.2024
  • Played a pivotal role in multiple process improvement efforts by developing and presenting innovative strategies, which led to enhanced efficiency in average handling time for associates and decreased defects for the policyowner service department.
  • Developed and presented a way to enhance on-call verification of policies with ownership to a trust or business through Salesforce. The enhancement will lower defect rates, lower AHT, and provide a better overall customer experience due to improved call control.
  • Created an assessment for the termination pool to ensure correct handling of processes. The data gathered from the assessment proved my hypothesis that future processing dates were often being set incorrectly. I then developed a presentation to retrain the process.
  • Successfully maintained multiple Excel spreadsheets to keep track of and process: complex billing edits, escalated requests, and loan and surrender requests needing additional approval.

Customer Care Analyst I

Mutual Of Omaha
Omaha, NE
11.2021 - 07.2023
  • Analyzed complex customer inquiries, explained policy information efficiently, offered effective solutions using my expertise in life insurance, and de-escalated situations.
  • Effectively communicated with and supported cross-functional teams, contributing to improved service quality and operational efficiency.
  • Leveraged CRM software expertise to optimize customer interaction management and streamline service processes by utilizing systems including Salesforce, MAL, Service Work Tool, CPIS, Customer Access, Ecorr, Outlook, Tableau, and Financial Hub UI.
  • Participated in multiple lean, OpX meetings as a SME to create a data flow diagram of the current processes to identify waste.

Education

Associate of Science - General Studies

Metropolitan Community College
Omaha, NE
08-2024

Skills

  • Training & Coaching
  • Business Process Improvement
  • Exceptional Oral & Written Communication
  • Project Coordination
  • Deductive Reasoning & Problem Solving
  • Microsoft Excel, Word, PowerPoint, OneNote, & Outlook

Accomplishments

  • Consistently recognized for outstanding quarterly performance reviews due to exceeding production metrics and continuing to demonstrate my ability to create and present process improvements within Policy Owner Services.
  • POS Aspiring Leaders Program Graduate - Issued August 2024

Timeline

Customer Care Analyst IV

Mutual Of Omaha
09.2024 - Current

Customer Care Analyst II

Mutual Of Omaha
07.2023 - 09.2024

Customer Care Analyst I

Mutual Of Omaha
11.2021 - 07.2023

Associate of Science - General Studies

Metropolitan Community College

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Shaina Smith